05.23.16

Too Little, Too Late

Posted in Too Late at 3:13 am by Administrator

We were not planning on purchasing a new front entry door yet when our son’s friend, who happens to be a 220 lbs, 6’4″ high school football player, was being chased by his fellow team mates in a silly game of tag (one that involves being punched for sharing certain bodily noises) and he tripped and fell into the door, something had to give…and it was the front door.

So began the saga of finding a door that would be beautiful, functional and very expensive. Of course, I’ve done this with a big smile on my face. The big box store that begins with an “H” could not find the information I needed. One of my stops was a big box store that begins with an “L”. After some time, I found someone who could help. The representative emailed me a quote but there were a few inaccuracies. I asked for some clarification and her final response was, “I guess you are going to have go with your other quote because I can’t get the information you need in the time frame you need it.” Wow! She gave up. Contrast that to the local building supplier who sat with me at his desk and put together a custom order then called and emailed updated information trying to close the sell. He was willing to negotiate to a price that was fair. He wanted the sell and provided the details and information to give me the comfort to willingly buy. He also met with my wife for the finish trim selections.

One of the lessons from this encounter is that delaying or providing inaccurate information can cost a salesperson and the company the sale. The “L” store employee did not have the resources or knowledge and had a melt-down. Her pay was not affected. The local supplier was motivated to share as much information as he could and closing the deal was part of his income. He realized that too little, too late would lower his pay.

The door is on order and will be installed soon. As I enjoy the great “investment”, I’ll be reminded of the right way and the wrong way to serve a client. The losing salesperson delays; the winning salesperson responds quickly, knowledgeably and regularly.